6533b825fe1ef96bd1281d9d

RESEARCH PRODUCT

Omnichannel and Experience Approach as a Post-COVID-19 Economic Reactivation Mechanism

Danny Christian Barbery-montoyaAriana Soria-loorDennisse A. Coronel-arellano

subject

OmnichannelProcess managementCoronavirus disease 2019 (COVID-19)BusinessMechanism (sociology)

description

The aim of this chapter is to show how omnichannel tools must be applied through the process of creating experiences for the consumers. During the literature review, some authors make approaches to the key concepts connecting omnichannels and consumer experiences; therefore, they explain through the analysis of data the reality of the Ecuadorian environment and global trends. With this context, this chapter will present how, by using macro environment and accessibility, a unique experience may be created in the customer journey in omnichannel.

yearjournalcountryeditionlanguage
2022-01-01
https://doi.org/10.4018/978-1-7998-7689-2.ch009